Doesn’t want to pay money back benefit

Hi. On the 6th of November 2017 I contacted Hollard to claim for a money back benefit on one of my policies. I’ve emailed all the required and when I first called , I was told to wait 5-7 working days. When that time passed I called to find out what’s happening and I was told to wait 14 working days. Now that time has passed and the agent just tells me to wait until it’s paid. She cannot tell me how long it will take. I think Hollard just doesn’t want to pay my money. No one calls back,even after requesting a manager to call me. I need this sorted out ASAP. Will appreciate some positive response.